Patient Care Liaison

Purpose:

The Care Liaison (CL) will serve as the primary point of contact for inbound calls, prescription referrals, and program documents for one of RareMed’s dedicated programs supporting patients with rare and devastating disease states. The CL will support activities including intake and data entry of prescription referrals, referral processing, outbound faxing, preparing outbound mail for patient/prescriber, inbound mail processing, triaging of patient/prescriber inquiries, prescriber interaction, and prescriber office follow-up.

Responsibilities:

• Primary point of contact for patient support, shipment set-up, inquiries, and escalations.
• Provide superior customer service to internal and external clients, customers, and patients to help establish firm building blocks to enable therapy access.
• Facilitate intake/processing of program-specific documents and build patient accounts.
• Support general inquiry resolution for patients and prescribers
• Work independently, adhere to Standard Operating Procedures, FAQs and program business rules.
• Execute end-to-end processes to support appropriate data entry and referral triaging.
• Day-to-day involvement to ensure all referrals and program documents are processed and triaged appropriately via documented Standard Operating Procedures.
• Utilize active listening skills and empathy, combined with ability to accurately assess, and implement based on patient/caller needs for guidance throughout patient journey.
• Identify, report and assist in resolving issues as they arise.
• Awareness of quality assurance measures used to verify that processes, procedures, and program business rules are being followed appropriately.
• Triage issue resolution related to escalated operational program elements/questions including incoming referrals, patient assistance, and patient/provider inquiries.
• Strong compliance mindset, demonstrating clear understanding of patient privacy laws.
• Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity.
• Assist with assigned projects as requested.

Required Qualifications:

• High school diploma with 2+ years of solid customer service experience also considered
• Strong interest in healthcare industry
• Comfortable working in an entirely telephonic position
• Empathy, drive, and commitment to exceptional service
• High school diploma with 2+ years of solid customer service experience also considered
• Undergraduate Degree and/or equivalent work experience
• Certified Pharmacy Technician (CPhT)
• 2 + years’ experience in healthcare setting a plus
• Prior experience in pharmacy, HUB service provider, or the healthcare industry
• Past experience interacting with customers and clients telephonically
• Excellent verbal and written communication skills
• Strong analytical skills
• Data entry experience with strong attention to detail
• Ability to exercise independent judgment
• Ability to meet deliverables in a fast-paced environment
• Ability to proficiently use Microsoft Teams, Excel, Outlook and Word

Preferred Qualifications:

• Undergraduate Degree and/or equivalent work experience
• Certified Pharmacy Technician (CPhT)
• 2 + years’ experience in healthcare setting a plus
• Prior experience in pharmacy, HUB service provider, or the healthcare industry
• Past experience interacting with customers and clients telephonically
• Excellent verbal and written communication skills
• Strong analytical skills
• Data entry experience with strong attention to detail
• Ability to exercise independent judgment
• Ability to meet deliverables in a fast-paced environment
• Ability to proficiently use Microsoft Teams, Excel, Outlook and Word